From the Rolls-Royce experimental archive: a quarter of a million communications from Rolls-Royce, 1906 to 1960's. Documents from the Sir Henry Royce Memorial Foundation (SHRMF).
Correspondence from Melbourne regarding front spring breakages on 20 HP chasses and customer treatment policy.
| Identifier | ExFiles\Box 47\5\ Scan259 | |
| Date | 19th April 1929 | |
| Pt.2/EAP/19-4-29 X4118 MELBOURNE. - 19th April, 1929 Hm {Capt. W. Hallam - Head Repairs} /Derby o.HY {Tom Haldenby - Plant Engineer} /Derby c.Ms/Derby c.Ehr./London I have to acknowledge receipt of yours - Hm {Capt. W. Hallam - Head Repairs} /NRC {N. R. Chandler} 12/KW11.3.29 - from which I note your generous method of treating customers at Derby who are unfortunate enough to experience front spring breakages on pre-FWB 20 h.p. Chasses. I am afraid we have got rather a bad name in this country, because we have not been instructed to adopt the same generous treatment here - on the other hand it has been the rule to charge for an entirely new top leaf, which, as you will see from my memos Pt.4/EAP/30-1-29. Pt.2/EAP/5-2-29 and Pt.7/EAP/7-3-29, works out as a very expensive item of replacement. I should very much welcome a supply of 700 lb. 25% stiffer front springs for replacement purposes, free of charge, and should be extremely glad if you could get the Administration to agree to this, if you will forward six (6) to Sydney and six (6) to Melbourne to meet contingencies. In every case I shall, of course, use my discretion in arriving at how much, or how little customer shall pay. There is no doubt, however, that it is high time we did something to remove from the minds of owners the impression that we not only shirk our duties as regards spring breakages, but also have the effrontery to overcharge for replacements, - this because the landed cost of top leaves works out at an excessive figure, vide my previous memos on this subject. I really think that it is a pity that where you found it necessary to generously treat English customers in respect of a complaint such as this, that you did not advise your overseas Representatives, and supply the necessary parts, with instructions, rather than await these complaints which it takes months to bring before your notice, and even a longer period to get some definite policy instructions upon. In a country like Australia you may always expect at least 100% more trouble as regards items like road springing, and wear and tear on under-sprung parts as should obtain under British conditions. It seems to me that someone at your end should foresee this. I shall be glad to have definite instructions as to whether I may, or may not, extend to Australian customers treatment at least as generous as that to which you are, at Derby, extending to your English owners. | ||